dnevo Partners
Service Delivery Manager
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Service Delivery Manager – Responsive Repairs
East London | £400 per day (umbrella) | Hybrid working
We are recruiting an experienced Service Delivery Manager to lead the operational delivery of responsive repairs services across a large and complex property portfolio.
This is a senior, hands-on role responsible for delivering a high-quality, timely and customer-focused repairs service built around a right-first-time approach. You will manage direct and indirect teams, including Technical Supervisors, trade operatives, engineers and contractors.
The successful candidate will have substantial experience managing responsive repairs within a commercial repairs and maintenance environment, together with strong contract, stakeholder and supply-chain management expertise.
Key responsibilities
- Lead the operational delivery of responsive repairs programmes, ensuring works are completed safely, on time, within budget and to the required quality standards.
- Manage the performance of supervisors, trade operatives, engineers, contractors and supply-chain partners.
- Ensure performance meets or exceeds agreed KPIs, service standards and customer satisfaction targets.
- Identify operational efficiencies, reduce costs and improve productivity and service quality.
- Lead responses to residents’ enquiries, complaints and feedback, ensuring issues are resolved professionally and promptly.
- Manage contractors across procurement, commissioning, mobilisation and ongoing service delivery.
- Oversee contracts and work programmes valued at more than £5 million per annum.
- Maintain strong commercial and financial control, including cost recovery, work-in-progress reporting and subcontractor payments.
- Manage operational and financial risks, maintaining accurate risk registers and improvement plans.
- Attend site and stakeholder meetings to resolve operational and technical issues.
- Conduct inspections and ensure works meet contractual, regulatory and quality requirements.
- Produce accurate reports covering performance, budgets, targets, risks and service delivery.
- Represent the service with clients, residents, contractors and other internal and external stakeholders.
- Promote high standards of health, safety and wellbeing across all activities.
- Provide senior operational cover and deputise for the Head of Service when required.
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Essential experience
- Significant experience managing responsive repairs or maintenance services within a commercial construction, property or housing environment.
- Direct responsibility for delivering programmes or contracts valued at more than £5 million per annum.
- Strong knowledge of responsive repairs operations, workforce planning and service delivery.
- Demonstrable contract, contractor and supply-chain management experience.
- Experience managing multidisciplinary operational teams, including supervisors and directly employed trades.
- Strong commercial awareness, including budget management, cost control and financial risk management.
- A proven record of improving efficiency, reducing costs and enhancing customer satisfaction.
- Experience managing KPIs, quality assurance and performance improvement.
- Strong resident, client and stakeholder management skills.
- Experience representing an organisation as a Contract Manager or senior operational lead.
- A full, clean manual UK driving licence.
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Qualifications
Candidates should ideally hold:
- An HNC or equivalent qualification in building or construction.
- A degree or equivalent qualification in a building-related subject or housing management.
- Membership of a recognised professional construction body, such as RICS or CIOB.
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